Customer Service Call Center
Resume:
Jeffrey Martinez
Albuquerque, NM *****
adzg1c@r.postjobfree.com
· More than 9 years of successful experience in customer service, tech support, and trainer-supervisory with recognized strengths in account maintenance, problem solving, trouble shooting, sales staff support, planning/implementing proactive procedures and systems.
· Good understanding of the organization’s goals and objectives.
· Excellent working knowledge using CST, CMST, I-Care (thru Sprint), I-Nav, I-Coms, KIQ (thru Cox),
· CSG, 360 Dashboard, ITK, OKM, RIO, Unified, NYROC, Citrix, Salesforce, Bomgar, RXWeb
· Ability to train agents, motivate, and supervise customer service employees in taking inbound calls.
· A team player, acknowledged as “Total Quality Customer Service Professional.”
· Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
· Strong documentation skills.
Work Experience
Customer Service Representative
Concentrix
October 2022 to March 2023
• Provide technical support to Apple customers in a professional manner.
• Resolve customer issues and close tickets efficiently.
• Accountability towards client satisfaction and achieve measurable performance goals daily. Enrollment Counselor Supervisor)
Concentrix
January 2022 to September 2022
Supervised group of 27 agents to assure they walked individuals thru the process of student enrollment from beginning to end. Emphasized the importance in providing excellent customer service experience. Coinbase (Team Lead)
Concentrix
October 2021 to December 2021
• Supervised group of 30 agents to provide customer service on Coinbase clients.
• Constant coaching and performance reviews to better overall KPI Call Center Supervisor- (US Bank)
Concentrix
August 2001 to September 2021
Supervised group of 20 agents to provide customer service on US Bank clients Call Center Supervisor (Pearson)
Concentrix
June 2021 to July 2021
Supervised group of 27 agents to assure they walked individuals thru the process of student enrollment from beginning to end. Emphasized the importance in providing excellent customer service experience Call Center Trainer (Turbo Tax)
Concentrix
January 2020 to May 2021
· Trained and supervisor group of agents aligning with Concentrix’s culture.
· Hold agents accountable on daily attendance and communicate HR any issues.
· Provide coaching opportunities in time management and team development.
· Communicate any agent performance issues to Operations Mgmt. Call Center trainer (United Health care)
Concentrix
June 2019 to December 2019
• Trained agents to sell health insurance.
• Observed and monitored agent in the inbound calls regarding enrolling in healthcare plans.
• Partnered with quality assurance to oversee HIPPA regulations on every call. Call Center Representative (Apple)
Concentrix
January 2019 to June 2019
• Provide technical support to Apple customers in a professional manner.
• Resolve customer issues and close tickets efficiently.
• Accountability towards client satisfaction and achieve measurable performance goals daily. Tech Support Rep- Spectrum
Spectrum
September 2016 to December 2018
· Assist customers with requests ranging from scheduling appointments to billing and include sale of additional or bundled products.
· Record, track, and document help desk request problem-solving process to include successful/ unsuccessful decisions made, and any actions taken thru final resolution.
· Identify and learn any appropriate software and hardware used and supported by the organization.
· Perform analytical and problem-solving abilities to assist customer cable needs.
· Able to effectively prioritize and execute tasks in a high-pressure environment.
· Provide help desk support to other call center members as needed.
· Offer and upgrade any necessary items to meet customer needs. Tech Support Rep
HGS
September 2015 to August 2016
· Respond and handle telephone calls described in the call center manual with ability to identify, process, and resolve inquiries.
· Research, document, and attempt to resolve all inquiries during the call for successful problem solving
· Identify and learn any appropriate software and hardware used and supported by the organization.
· Perform analytical and problem-solving abilities to assist customer needs.
· Able to effectively prioritize and execute tasks in a high-pressure environment.
· Provide help desk support to other call center members as needed. Tech Support Rep
Xerox/Cox Communications
January 2013 to August 2014
· Responsible for troubleshooting all incoming customer calls by utilizing different tech tools
· Application support for cable company including telecommunications
· Update and maintain customer notes onto databases
· Resolve and offer solutions to customers regarding cable needs
· Provide help desk support to other call center members as needed
· Offer and upgrade any necessary items to meet customer needs Tech Support Rep.
ACS/Sprint
October 2012 to December 2013
· Intake daily customer calls and assist in troubleshoot cell phone devices
· Assist in correcting cell device in-house application errors using point of sale software
· Updated data information on cell phone devices
· Processed price plan changes, equipment, and cell number changes for customers
· Ensure overall quality by taking ownership and maintain high level customer satisfaction Co-Owner
The Reptile House
July 2010 to June 2013
· A multi-faceted job with exposure to exotic reptiles that lead to customer service, sales, product promotion, and inventory tracking.
· Excelled at interfacing with customers and to provide additional guidance to manage reptile situations to meet their needs
· Trained in sales operations for products and services Education
University of Phoenix Online - TBD
Skills
• Citrix
• Help Desk
• Operating Systems
• Troubleshooting
• Technical Support
• Telecommunication
• Desktop Support
• Application Support
• Child & Family Counseling
• Salesforce
• VoIP
Certifications and Licenses
Master of cannabis
February 2023 to Present
I attended online courses at Cannabis Training University. I can provide a copy of the Certificate of completion upon request.
Assessments
Retail customer service — Proficient
January 2023
Responding to customer situations in a retail setting Full results: Proficient
Administrative assistant/receptionist — Proficient January 2023
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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